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Customer Service Manager - Crypto/Web3 at Confidential
Dubai, United Arab Emirates
Job Descrption
Who We Are
FreedX is a newly established cryptocurrency exchange dedicated to providing a seamless, secure, and innovative trading experience. Our team comprises experienced professionals from the crypto, finance, and technology sectors, all passionate about driving the future of digital finance. At FreedX, we are committed
to creating a platform that empowers our clients with the freedom to manage their digital assets confidently and efficiently.
Our Vision:
At FreedX, our vision is to be the most trusted and reliable cryptocurrency exchange, offering unparalleled freedom and scalability to our clients. We aim to build a platform where users can trade and manage their assets with complete peace of mind, knowing that their security and reliability are our top priorities. We strive to continuously innovate and adapt to the... evolving needs of the crypto market, ensuring that our clients have access to the best tools and services to achieve their financial goals. Join us on our journey to redefine the standards of digital asset trading and experience the freedom, reliability, and scalability that FreedX has to offer.
About the Role:
We are seeking an experienced Customer Support Manager with a background in Web3 and crypto space to lead and manage our customer support team. The ideal candidate will be responsible for building, training, and managing a high-performing support team, ensuring customers receive swift, expert support, and are empowered through education and proactive service.
Key Responsibilities:
• Lead and manage the customer support team, ensuring they deliver top-notch service.
• Strong understanding of customer support metrics and KPIs.
• Monitor and optimize customer service processes to improve response times and customer satisfaction.
• Use data-driven insights to improve team performance and customer satisfaction.
• Collaborate with product and tech teams to communicate customer feedback and suggest improvements.
• Ensure the team is up-to-date with the latest developments in Web3 and crypto.
• Excellent communication, leadership, and problem-solving skills.
Key Requirements:
• Bachelor's degree in Business Administration, Communications, or a related field.
• 3+ years of experience managing a customer support team.
• Experience in the Web3/crypto industry is mandatory.
• Strong knowledge of customer service platforms and CRM such as Zendesk, Freshdesk, saleforce or similar platforms.
• Excellent leadership, problem-solving, and communication skills.
• Data-driven mindset, with experience using analytics to improve support processes.
• Ability to speak multiple languages.
• Ability to work in a fast-paced, evolving industry.
Preferred:
• Experience scaling customer service teams in a startup or fast-growing company.
• Knowledge of DeFi, NFTs, and blockchain technology.
What We Offer:
Competitive salary and performance-based discretionary bonuses,
Health insurance for you and your dependents
Flexible work schedule, hybrid/remote work opportunity
Visa assistance for you and your dependents (Dubai only)
Generous paid leave
Opportunity for professional development, participation to industry events
FreedX is an equal opportunity employer. We stand for an open and inclusive work environment that fosters the well-being of everyone. We embrace and encourage differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our people unique
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